JOB SUMMARY
Responsible for overseeing workforce management scheduling, reporting and auditing functions. Manage the resources required to meet optimal service level standards. Develop comprehensive reporting illustrating staffing and adherence effectiveness and opportunities at individual, team, and center levels.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience
Utilize scheduling software to determine the proper shift coverage by adjusting center resources to accommodate changes in call volume/service activity or resource availability
Assist in the management of overtime and voluntary time off (VTO)
Optimize break and lunch scheduling to efficiently staff centers
Monitor real-time adherence and call statistics and communicate with supervisors to ensure on-phone and off-phone activity is managed efficiently throughout the day
Monitor/track sick calls, tardiness, etc., entering real-time exceptions into eWorkforce Management (absence, tardiness, meetings, overtime, etc.)
Manage benefit time accrual accounts in the Workforce Management software, establish thresholds and plan for both scheduled and unscheduled absences
Audit and maintain the integrity of data in eWorkforce Management and related databases
Monitor call volume and statistics to ensure adherence to scheduling and service level metrics
Liaise with staff regarding workforce management practices and initiatives
Update leadership on staffing issues, performance measures, and call statistics
Provide input on forecast projections and staffing requirements
Perform other duties as requested by supervisor
REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Ability to analyze and interpret data
Ability to communicate orally and in writing in a clear and straightforward manner
Ability to communicate with all levels of management and company personnel
Ability to handle multiple projects and tasks
Ability to maintain confidentiality
Ability to make decisions and solve problems while working under pressure
Ability to prioritize and organize effectively
Ability to show judgment and initiative and to accomplish job duties
Ability to use personal computer and software applications (i.e. word processing, spreadsheet, etc.)
Ability to work independently
Ability to work with others to resolve problems, handle requests or situations
Ability to use scheduling and workforce management software (e.g. Aspect eWorkforce Management and Real Time Adherence software)
Knowledge of cable television products and services
Education
Bachelor’s degree in Communications, Business or related field or equivalent experience
Related Work Experience
2+ years Workforce Management scheduling and forecasting software experience
2+ years Inbound Contact Center environment experience
Multi-channel Contact Center Management experience preferred
WORKING CONDITIONS
Office environment with 24 hour service capability
EOE
Charter Communications is an Equal Opportunity Employer – Minority/Female/Veteran/Disability
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